Bad service

I had a bad experience with Vodacom and their insurance and they do not seemed to be bothered about the service they gave me. At this point i am even considering changing my network. A few months ago, June to be specific, my phone broke and I took it in for repairs at Vodacom Menlyn. I have an insurance contract on the phone. I completed the forms and was informed that I will receive a call in two days time from insurance. Two days went by, no call. Three months went by, no call. In October i decided to go to Vodacom to follow up on my claim because I haven't received any feedback from them.

When I got to the store, my phone or forms could not located. I sat there for an hour waiting for them to try and find my phone or atleast my form, and during that time they kept on asking me why am i only following up on my phone now, they were making it seem as if i am at fault. After an hour I was told that my phone is at Head Office, my phone is beyond repair and that my insurance claim was approved so I can get a new phone. However, they need to get the phone back from head office before they give me a phone. And when they get the phone back from Head Office, they will call me. A week later, they called me telling me that my phone is at their branch and I can come in and get a phone.

I went to the store the same day at 17:00. They sent me to the 'C' counter to get my phone, made a call and said I should queue and wait for a consultant to call me and give me my new phone. The consultant eventually called me after six and when i got to the counter, she told me insurance is closed and that i should come back the next. I asked if i can go to any branch, she said yes.

The next day i went to the Brooklyn branch. When the Brooklyn branch called insurance, the lady was told that my claim expired before my claim was approved in June and I was suppose to have collected my phone then. She said I will get a call from insurance within two days informing me whether or not my claim has been approved or rejected. So now I am waiting for the call...